As I discussed in my previous post, part one of a two-part series, digital customer care, self-service, and automation are critical tools in helping contact centers deal with interaction volume that ...

But he only got part of the deal. "We educated them through the whole process and were about to get an order when they said, 'We want to work with you and use your services, but we're buying the ...

Microsoft has launched Channel Agent, a new AI feature in Teams designed to serve as a dedicated assistant within each channel. Channel Agent can summarize discussions, create structured Loop reports, ...

PHOENIX--(BUSINESS WIRE)--The majority of consumers are willing to pay for a great customer experience according to the 2018 Aspect Consumer Experience Index survey. And while consumers said ...

For decades, digital leaders have organized their business and security strategies around a familiar set of channels. Web, mobile, voice and physical environments shaped how organizations designed ...

TROY, Mich.--(BUSINESS WIRE)--The perennial dominance of the agent channel in the insurance industry continues to face strong headwinds due to increased competition and evolving consumer expectations ...